Complaint Investigations Manager
University Hospitals Sussex NHS Foundation Trust, Kemp Town, The City of Brighton and Hove
Complaint Investigations Manager
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University Hospitals Sussex NHS Foundation Trust, Kemp Town, The City of Brighton and Hove
- Full time
- Temporary
- Onsite working
Posted 4 days ago, 7 Oct | Get your application in now to be included in the first week's applications.
Closing date: Closing date not specified
Job ref: 8b797c547a5d4b9f913d4e2613aaa188
Location ref: Kemp Town, The City of Brighton and Hove
Full Job Description
This role is a 3 year fixed term contract for external applicants; successful internal applicants (already employed by UHSussex) will be offered a 3 year secondment., The postholder will prioritise and manage their own caseload of complaints and family meetings, and will be responsible for the implementation of the complaints process, following the Trust's policies on responding to concerns.
This will include working closely with the clinical divisions to ensure the necessary clinical and operational information is received and actions undertaken in a timely way, and that patients have a positive experience and resolution of their concerns.
The postholder will be required to be pro-active, adaptable, highly motivated and with exceptional administrative and communication skills. They will be well organised and able to work methodically, accurately and pay attention to detail and possesses excellent interpersonal skills.
Main duties of the job
To work as part of the complaints team, andwith the Trust's
divisions toreceive patient complaints and ensure, in
collaboration with relevant staff, that they are investigated in
accordance with national guidelines and the Trust's own
complaints procedure.
To oversee and support the divisions to produce high quality
complaint investigation reports and draft responses.
To co-ordinate the responses for complex complaints that
span more than one division
To support the effective implementation of the Trust's
Complaints Management policy and processes and ensure
that compliance is monitored and reported, gaps in
compliance identified and appropriate actions and
mitigations are developed
To facilitate local resolution meetings between clinicians,
hospital staff, patients and their relatives.
Ensuring complaints are responding to efficiently,
appropriately, compassionately and collaboratively with a
focus on learning and meeting the Trust's standards for
complaints responsiveness and quality
UHSussex is one of the largest acute NHS trusts in the south of England, serving a population of around 1.8 million people across Brighton and Hove, West Sussex, and parts of East Sussex.